There are can be a dark side to corporate measurements and incentives:
In 1999, Gateway introduced a new service policy where service representatives wouldn’t receive their monthly bonus if they spent more than 13 minutes with a caller. The intent? To control costs. Well, some technical problems (especially with PCs in 1999) can take a significant amount of time to resolve. Some reps, working to maintain their bonus, would replace entire computers if problems couldn’t be solved quickly, send new parts out for customers to install themselves, or simply hang up in the middle of a call (blaming the phone company). As a result, customer satisfaction slumped and costs increased six percent.
It’s always good to take a hard look at the potential downsides when setting up any compensation model for all levels within an organization. And I really did love my Gateway computer.